How to Use Response Times

Overview

In simPRO, a response time is the time taken between creating a job and the time of the earliest schedule on that job.

To use response times, they must first be assigned to a customer, then selected when creating a job. If required, you can also provide response time reports to your customers.

When a job has a response time selected, there are two ways that the response time needs to be met:

  1. The earliest schedule created for the job is within the response time
  2. If you use simPRO Mobile and the scheduled technician has tapped Start Work in simPRO Mobile within the response time, and then synced.

If neither of these conditions are achieved, then the response time is not met. Additionally, if the job is scheduled within the response time, but the technician taps Start Work after the response time, this moves the schedule block and since neither condition is achieved and the response time is not met.

For example:

  • A customer calls for an urgent job at 9:00am
  • The response time is two hours.

If the earliest schedule starts before 11:00am and the technician taps Start Work before 11:00am and then syncs, the response time has been met. However, if the technician does not arrive at the site and tap Start Work until 11:30, this moves the schedule block forwards to 11:30, the response time has not been met, regardless of the initial scheduled time in simPRO.

You can use the Response Times Report to view what response times are completed.

If a response time is not met, an alert is sent to all employees who can access the relevant job. This includes employees who have security group access to view and edit all jobs. It also includes sales people and project managers who have security group access to view and edit jobs that they are assigned to.